Cita APA (7a ed.)

Hayes, B. E. (1997). Measuring customer satisfaction: Survey design, use, and statistical analysis methods (2nd ed.). ASQC Quality Press.

Cita Chicago Style (17a ed.)

Hayes, Bob E. Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods. 2nd ed. Milwaukee, Wis.: ASQC Quality Press, 1997.

Cita MLA (9a ed.)

Hayes, Bob E. Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods. 2nd ed. ASQC Quality Press, 1997.